System Support Specialist

3 weeks ago

Ottawa, Canada Stack IT Full time

**KEY REPONSIBILITIES**
- Work at resolving Helpdesk service requests
- Provide oversight and support on escalations from Level 1 technician
- Mentor helpdesk Level 1 technician to strengthen their skills.
- Identify root cause and develop processes and/or use centralized services tools to eliminate problems from recurring
- Participate in on-call rotation with all engineers.
- Strive to maintain an understanding of our clients and their IT infrastructure needs as well as keeping up with current technology trends and changes to ensure network environments are healthy, stable, and performing at their optimum.
- Deliver exceptional service and communication to clients, vendors, and peers in support of the company mission.
- DAILY time entry accounting for at least 8 hours
- Update of documentation of client’s networks
- Backup Maintenance and resolution
- Install, configure, and test workstation hardware including video cards, NICs, sound cards, hard drives
- Network Server - administration task for Windows Server:Configure file and print services

Administration, including add/remove users and groups, configure file permissions, check event logs, configure, and restore from backup
- Day to day administration tasks for VoIP systems such as moves/adds/changes for extensions
- Takes ownership of tasks and follows through to ensure complete resolution
- Assist Sr. Engineers on projects delivery
- Participate in activities of Implementation Team

**Knowledge, Skills, and Abilities**:

- Positive attitude, attention to detail and team player
- Must be self-motivated and directed with the ability to facilitate technical meetings, convey technical information to all levels of staff and management, committed to meeting deadlines and goals with a focus on accountability and flexibility while encouraging others to do the same
- Advanced problem-solving skills with experience working on a help desk or in a technical support role in a Managed Services environment
- Working experience with VMWare environments and building VM Ware and Microsoft Hyper-V is an asset
- Experience with routers and switches, HP Enterprise switching, Cisco ASA Firewalls
- Good knowledge of LAN/WAN technologies and able to design efficient networks including designing VLANs and VPNs and network security with a deep understanding of routing
- In-depth experience with Remote Desktop Services and working knowledge of Microsoft Exchange Server 2013 and up
- Experienced at using scripting and automation tools is an asset
- Windows and Mac Workstation Desktop Advanced Troubleshooting and problem
- solving skills
- Strong understanding of DNS
- Working knowledge of webhosting technologies
- Working knowledge of internet connections, troubleshooting routing and bandwidth usage is an asset
- Working knowledge of WIFI technologies
- Experience with ticketing and RMM systems, preferably ConnectWise and N-Able RMM
- Previous experience in IT services delivery is an asset
- Knowledge of VoIP technologies such as Asterisk, 3CX, FreePBX and other sip
- based PBX implementations is an asset
- Ability to gain an understanding of new technologies and toolset

**Job Types**: Full-time, Permanent

**Salary**: $70,000.00-$75,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday
- Morning shift
- Overtime

Supplemental pay types:

- Bonus pay
- Overtime pay

Ability to commute/relocate:

- Ottawa, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- VMWare: 4 years (preferred)
- HP Switches: 4 years (preferred)
- Firewall ASA: 3 years (preferred)
- VoIP: 5 years (preferred)
- IT support: 6 years (required)

Licence/Certification:

- CCNA (preferred)

Work Location: One location

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